Job Description

Simplex Health is looking for an ambitious, detail-driven Healthcare Operations Lead or Medical Front Office Supervisor seeking a direct pathway to Practice Management. Ideal for candidates with a background in healthcare call center management, patient relations, or medical sales, this full-time role focuses on referral conversion, handling patient escalations, and educating prospective clients on health insurance coverage, copays, and authorizations. If you excel at turning leads into long-term patients while maintaining high EHR schedule utilization (Healthie), apply today to join our fast-growing telehealth team.

About Simplex Health

At Simplex Health, we do things differently. Our insurance-funded medical nutrition therapy goes beyond treating symptoms to improve and, in many cases, reverse chronic conditions. We partner with hospitals, healthcare practices, corporate offices, and individuals—focusing on root-cause resolution, prevention, and sustainable lifestyle changes. Services are delivered virtually through live telehealth or in-person at select offices.

Our Mission: Radically improve the health of Humankind.

Reports to:

• Initially: Patient Operations Manager
• Upon Promotion (Practice Administrator): Chief Executive Officer (CEO)

Position Type: Full-Time

The Opportunity: High Impact & Rapid Growth

Everything in our business stems from efficiency, speed, empathy, and sales acumen at the front end of patient onboarding. We are seeking an ambitious, highly communicative, and detail-obsessed Lead Patient Operations Specialist who is ready to master our referral conversion pipeline with the explicit expectation of stepping into operational leadership.

This role begins hands-on in the trenches converting referrals, educating reluctant callers, managing patient escalations, navigating insurance coverage, and consistently exceeding conversion targets.

As you demonstrate conversion excellence, process precision, and a proactive ability to train peers and speak up with operational feedback, this role is designed to evolve quickly into the Practice Administrator position

Role Responsibilities

1. Direct Execution, Conversion & Patient Relations

• Referral Conversion & Consultative Sales: Proactively engage inbound and outbound calls, using active listening, patient education, and sales acumen to turn hesitant prospective patients into committed, long-term clients.
• Exceptional Customer Experience & Service Recovery: Act as the primary point of contact for patient complaints, scheduling friction, or billing inquiries. Turn negative or anxious patient experiences into long-term loyalty through empathy, accountability, and prompt resolution.
• Insurance & Financial Education: Guide patients through out-of-pocket costs, expectations, and insurance coverage nuances to eliminate financial anxiety and drop-off.
• Schedule Optimization: Manage EHR platforms (Healthie) and referral systems to maximize clinician calendar utilization and appointment show rates.
• Omnichannel Communication: Efficiently manage high-volume inbound/outbound calls, voicemails, HIPAA-compliant patient texts, and EHR faxes with extreme accuracy.

2. Leadership Trajectory & Process Optimization

• Process Precision Under Velocity: Execute high-volume daily tasks quickly while maintaining strict data integrity, calendar precision, and HIPAA compliance—understanding that speed without accuracy creates downstream operational waste.
• Courageous Communication & Peer Coaching: Proactively offer constructive feedback, call out workflow bottlenecks, correct peer errors in real-time, and hold operational standards high.
• Training & Onboarding: Help develop training workflows, script updates, and SOPs to onboard future team members to an exceptionally high standard of sales acumen and customer care.
• Cross-Departmental Collaboration: Serve as an operational bridge between patients, referring providers, and internal clinical teams to ensure smooth end-to-end care coordination.

Qualifications & Requirements

• Experience: 2+ years in healthcare operations, medical front office, call center management, or consultative sales/customer service environments.
• Track Record in Conversion & Care: Proven ability to meet or exceed conversion targets while delivering empathetic, high-touch customer service.
• Service Recovery Expertise: Demonstrated success in de-escalating upset clients, overcoming objections, and converting skeptical leads into loyal customers.
• Technical Proficiency: High proficiency in GSuite (Google Sheets, Docs, Chat), EHR platforms (e.g., Healthie), and fast/accurate typing (40–60 wpm).
• Healthcare Knowledge: Working knowledge of health insurance policies, copays, referral/authorization processes, and ICD-10/CPT coding is strongly preferred.
• Language: Bilingual capabilities are a plus.

Key Intangible Characteristics (Our Cultural DNA)

• Relational Sales Acumen: You view sales as an extension of patient care—converting referrals through warmth, empathy, and education rather than transactional script-reading.
• Servant Leadership & Courage: You lead by serving others, but you aren't afraid to speak up, give hard feedback, correct mistakes, and drive continuous team improvement.
• Grit & Resourcefulness: You roll up your sleeves to solve complex patient or process problems independently without feeling overwhelmed.
• Big-Picture Vision with Detail Focus: You obsess over small operational details because you understand how they directly impact clinician schedules, patient outcomes, and company growth.
• Energy & Enthusiasm: You bring joy, purpose, and momentum to a fast-pacing startup environment.

What We Offer

• A fast-track growth pathway directly into the Practice Administrator role upon demonstrated proficiency.
• A purpose-driven, high-trust culture centered on radically improving human health.
• Collaborative leadership, professional development, and the opportunity to help build a scalable healthcare model.